Returns

Please note: online purchases are not eligible for in-store returns. To return an online purchase, please initiate a return following the steps below.

You can return smartwool that you purchased directly from smartwool.com as long as it is unworn, unwashed, and in the original packaging with tags attached. This may be returned for a refund for any reason within 30 days from the ship date.

Please note we no longer process exchanges for online returns, only refunds. If you would like to exchange the size please send your incorrect size back to us for a refund and place a new order.

Return online via post:

1. Start a return.

• Have an account? Log in and visit Order Details. If you are referring to the paper packing slip included in your delivery, this reference can be found under "PO number".
  
• Did you check out as a guest? Enter your email here to access your order record to initiate your return.

2. Process your return online.

• Select the item(s) you wish to return.
• Select the reason for the return.
• Select your return method.
  

3. Package your item(s).

• After you finish the process, you will receive an email with your packing slip, which contains the RMA number in it. Please note your RMA number. The RMA number is an essential part of the returns process - product sent back to smartwool without one cannot be processed and will be returned to sender.
• In your original shipment, we have provided a returns address label to attach to your return. Fix this to the outside of your package and write your RMA number in the space provided.
• In your package please include your returned item/s (in their original packaging). Feel free to re-use the packaging we sent you to reduce plastic consumption, but please cover up the old tracking barcode.
  
  

4. Ship your package

• Take your shipment to the carrier of your choice. The cost of return postage is customer’s responsibility. To find your closest Post Office: Click here
  
  

5. Receive your refund and confirmation.

• Once the warehouse receives and reviews your package, your refund will be processed. You will receive an email confirmation once your refund has been initiated.
  
  

We recommend you keep a copy of the tracking ID for your package. smartwool is not responsible for lost return shipments.

Please reference your RMA number when you correspond with us.

More details:

• Refunds will be issued based on the original form of payment.
• We reserve the right to limit returns.
• All Returns must be arranged through our online return authorization request at nza.smartwool.com.
• We cannot accept cash on delivery.
• Please allow up to 10 working days for your return to be inspected and a refund given.
• Any amount paid via a gift card will be refunded as a new gift card.
• If you have lost the label, please send your returns to:
  Smartwool NZ
  c/- DSV Air & Sea Limited
  50 Richard Pearse Drive
  Mangere
  Auckland, 2022
  New Zealand

Warranty:

We will replace your smartwool garment within 12 months of purchase if it has been damaged due to faulty fabric, stitching or manufacturing. Please visit our warranty page here and complete the form found there as soon as possible so we can assess its condition and provide the next steps. Please do not send your garment to us before submitting a warranty request and hearing back from us. Damage that occurs after a year is usually caused by wear and tear.